WFM Team Lead

Gratitude Inc

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3 weeks ago

WFM Team Lead

2-3 Year(s)

₱ 25 - ₱ 35K p.m

Davao

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Job Description

Key Skills

Microsoft Excel Reporting Tools Excellent Communication Strong leadership

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Job Title: WFM Team Lead

Work Location: Davao
Work Setup: Onsite
Work Schedule: Shifting Schedule
Salary: Up to PHP 35,000
Headcount: 1

Important Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Overview

We are looking for an experienced WFM Team Lead to oversee workforce management operations, ensuring accurate forecasting, scheduling, and real-time management aligned with business and operational goals. The ideal candidate should have strong leadership skills, hands-on WFM experience, and the ability to collaborate effectively with stakeholders.

Key Responsibilities

Oversee Real-Time Adherence (RTA), scheduling, and forecasting functions.
Drive team performance through coaching, mentoring, and development initiatives.
Partner with Operations leaders to develop and execute workforce strategies.
Analyze workforce trends and identify opportunities for process improvements.
Ensure service levels, productivity, and operational metrics are consistently achieved.
Generate and maintain workforce reports and dashboards.

Basic Qualifications

At least 2–3 years of Workforce Management experience in a BPO environment.
Minimum 1 year of leadership experience in a BPO setting.
Strong leadership, communication, and stakeholder management skills.
Advanced proficiency in Microsoft Excel and reporting tools.
Experience across end-to-end WFM functions, including forecasting, scheduling, and real-time management.

Questionnaire Form

Questionnaire Link: https://myglit.com/lateral/cref/0fd48e2dc6

Mandatory Requirement

Filling out the questionnaire form is mandatory.

Profiles submitted without the completed questionnaire will not be processed.

Role

WFM

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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